At KoinKoin Ltd, we strive to provide the best possible service to our clients. However, we understand that there may be times when clients are not satisfied with our services or experience issues with their digital assets. In such cases, we have implemented the following comprehensive complaints policy to address and resolve client complaints effectively:
1. Scope: This policy covers all complaints received from clients regarding our services, as well as issues related to digital assets trading on our platform.
2. Complaint Submission: Clients can submit their complaints via the following channels:
b. Contact Form: Available on our website
c. Written complaint: Send a letter to our registered office address which is 8 Devonshire Square London EC2M 4YF.
3. Complaint Handling Procedure:
a. Acknowledgment: Upon receiving a complaint, we will acknowledge it within [48 hours] through the preferred communication channel of the client.
b. Investigation: Our dedicated complaints handling team will conduct a thorough investigation into the matter raised in the complaint.
c. Resolution and Communication: We aim to provide a resolution within [14 days] of acknowledging the complaint. If it requires more time for investigation, we will notify the client about the extension timeline.
d. Escalation: If a resolution is not reached during the initial investigation, the complaint will be escalated to a higher level of management for further review and resolution.
e. Communication of Outcome: Once a resolution is determined, we will inform the client promptly through their preferred communication channel.
4. Complaint Records: We will maintain a record of all complaints received, including details of the complaint, steps taken for investigation, and the resolution provided.
5. Continuous Improvement: We view client complaints as opportunities to improve our services and processes. We will evaluate each complaint to identify any patterns or recurring issues and take necessary actions to prevent similar occurrences in the future.
6. External Resolution: In the event that a client is not satisfied with our internal resolution, they may seek an external resolution through alternative dispute resolution mechanisms, such as an appropriate ombudsman or regulator.
Please note that all information related to complaints will be treated with strict confidentiality and in adherence to applicable data protection laws.
We are committed to resolving client complaints promptly, fairly, and in a transparent manner. Our aim is to ensure that every client has a positive experience with our services, even in the event of a complaint.